Quotes
Opportunity is missed by most people because it is dressed in overalls and looks like work.
— Thomas EdisonIt's much harder to provide a great customer service than I would have ever realised. It's much more art than science in some of these other areas and not just about the facts but about how you are conveying them.
— David Yu, Chief Operating Officer, BetfairGreat teams need great leaders - leaders who inspire, motivate, instil pride, loyalty and a sense of fun at work.
— Natalie Calvert, Managing Director, Calcom GroupDeep down, we believe that the problem put simply, is THEM. They, of course, believe WE are the problem.
— AnonA Christmas shopper's complaint is one of long-standing.
— AnonThe words in your mouth can be the best reward for your people.
— Barry Lawson, Scottish WaterFollow the customer, if they change… we change.
— Sir Terry Leahy, Chief Executive, Tesco plcThe problem lies between the keyboard and the chair.
— Noted by a Computer Help Line Adviser in a call reportYou cannot improve one thing by 1000% but you can improve 1000 little things by 1%.
— Jan CarlzonGood customer service costs less than bad customer service.
— Sally Gronow, Welsh WaterCustomer service is just a day–in, day–out ongoing, never–ending, unremitting, persevering, compassionate, type of activity.
— Leon Gorman, CEO L.L.BeanRule 1: The customer is always right. Rule 2: If the customer is ever wrong, re-read Rule 1.
— Stew LeonardWhether you are big or small, you cannot give good customer service if your employees don't feel good about coming to work.
— Martin Oliver, MD Kwik-Fit Financial ServicesQuality is never an accident. It is always the result of an intelligent effort.
— John RuskinIf you can’t measure it, you can’t manage it.
— AnonWhat gets measured, gets done. And what gets recognised gets done again, and even better.
— Robert Crawford, Director, Institute of Customer ServiceIf you’re not serving a customer, you better be serving someone who is.
— AnonCustomers may forget what you said but they'll never forget how you made them feel.
— AnonIf you don't take care of your customers, someone else will.
— AnonDo what you do so well that your customers will want to see it again and bring their friends.
— Walt DisneyIf you make customers unhappy in the real world, they might each tell six friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.
— Jeff Bezos, founder, Amazon.comIf you wonder what getting and keeping the right employees has to do with getting and keeping the right customers, the answer is everything.
— Fred Reichheld, Author and business strategistBeing on par in terms of price and quality only gets you into the game. Service wins the game.
— Dr Tony Alessandra, author and consultant Olympic Gold MedalistPeople expect good service but few are willing to give it.
— Robert Gately, president, Gately ConsultingUnless you have 100% customer satisfaction… you must improve.
— Horst Schulz, former Ritz Carlton Hotels chief executive officerEveryone in an organisation should be involved with customer service, not only are they feeling the customer but they are getting a feeling for what's not working.
— Penny Handscomb, human resource and training specialistToday we are the shapers of the world tomorrow.
— Walt DisneyIf we keep doing what we're doing, we're going to keep getting what we're getting.
— Stephen CoveyOrganisations that encourage customers to voice their complaints give themselves a chance to resolve issues and convert complaining customers into advocates.
— Matthew Hendry, Charter UKUnder promise and over deliver.
— AnonYour most unhappy customers are your greatest source of learning.
— Bill GatesA satisfied customer — we should have him stuffed!
— Basil FawltyIt is the customer who pays the wages.
— Henry FordThe purpose of any organisation is to make and keep customers.
— Peter Honey
Find out about organisational membership
Improve customer satisfaction, employee engagement and bottom line performance. Find out how membership can benefit your organisation.